About this role
Hornblower Group is a global leader in experiences and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water-based experiences (dining and sightseeing cruises), land-based experiences (walking and food tours) and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers land- and water-based experiences as well as ferry and transportation services. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a marine services company specializing in the operation, maintenance and repair of government and privately owned vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
Position Summary:
As a Client Success Manager, you will own the end-to-end implementation lifecycle for enterprise clients from contract handoff through configuration, training, launch, and transition to long-term support.
This is a highly visible, client-facing role requiring strong project management leadership, exceptional communication skills, and the ability to manage complex, multi-stakeholder implementations. You will serve as the primary delivery owner, ensuring projects launch on time, within scope, and with a best-in-class customer experience.
You will regularly present and demonstrate the Anchor Operating System to both technical and non-technical audiences, manage project timelines and risks, and act as the strategic liaison between clients, sales, product, and support teams.
Duties and Responsibilities:
Project & Implementation Leadership
● Own and manage the full implementation lifecycle across multiple concurrent enterprise projects.
● Establish and track client progress through defined implementation milestones.
● Organize and lead all client implementation meetings, including formal kickoff sessions.
● Build and maintain detailed project plans, timelines, and deliverables.
● Provide weekly status reporting to clients and internal stakeholders, including risks, blockers, and launch readiness.
● Ensure schedule adherence and proactively manage scope, dependencies, and resource constraints.
Client Success & Stakeholder Management
● Act as the primary point of contact for clients throughout onboarding and launch.
● Maintain a strong customer-centric mindset focused on long-term satisfaction and retention.
● Coordinate communication cadence with clients and ensure a smooth transition to Support post-launch.
● Serve as the liaison between Sales, Product, Engineering, and Support teams.
● Identify and resolve client issues, including root cause analysis and corrective action.
Product & Training Enablement
● Configure client-specific system settings, templates, and workflows.
● Lead all client training sessions across departments and user roles.
● Provide on-site support during go-live and major launches.
● Demonstrate software capabilities to executive, operational, and technical audiences.
● Track KPIs and implementation metrics to continuously improve delivery processes.
● Identify upsell opportunities and introduce additional product features during onboarding.
Continuous Improvement & Internal Impact
● Maintain deep working knowledge of the Anchor Operating System and new releases.
● Translate customer feedback into actionable internal product recommendations.
● Develop and maintain implementation documentation, reports, and dashboards.
● Contribute to refining internal implementation frameworks and best practices.
Requirements & Qualifications:
Core Requirements
● Bachelor’s degree in Business, Information Systems, Project Management, or related field — or equivalent professional experience (PMP or similar certification preferred).
● 3+ years of experience in Project Management, Implementation Management, or Client Success roles. Demonstrated experience delivering complex SaaS or enterprise software
implementations.
● Strong proficiency with project management tools and platforms such as JIRA, Confluence, Salesforce, or similar.
Project Management Excellence
● Proven ability to manage multiple high-impact projects simultaneously.
● Strong experience working within formal project management frameworks.
● Exceptional organizational and prioritization skills.
● Track record of delivering projects on time, within scope, and with high customer satisfaction.
Communication & Leadership
● Outstanding verbal, written, and presentation skills.
● Confident communicator with the ability to engage both executive and technical audiences.
● Strong facilitation skills for meetings, workshops, and training sessions.
● Ability to translate complex technical concepts into clear business outcomes.
Technical & Analytical Skills
● Experience with SaaS platforms, POS systems, e-commerce, or web-based applications.
● Strong analytical and problem-solving skills.
● Ability to build reports and dashboards for executive-level insights.
● Comfortable working with system configurations and operational workflows.
Personal Attributes
● Highly proactive, self-directed, and accountable.
● Comfortable operating in a fast-paced, high-growth environment.
● Strong attention to detail with a process-oriented mindset.
● Collaborative team player with the ability to lead independently.
● Adaptable to changing client needs and market conditions.
The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.
EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.
Other facts
About Hornblower Group Inc.
Hornblower Group is a global leader in transportation and sightseeing, with over a century of maritime and hospitality innovation. Through our City Experiences division, we deliver unforgettable experiences via brands like City Cruises, Walks, Devour, and City Ferry—offering dining cruises, guided tours, and essential ferry services across the U.S., Canada, and the UK.
Our portfolio includes Hornblower Marine, providing vessel maintenance at Bridgeport Boatworks, and Anchor Operating System, LLC, delivering smart reservation and ticketing solutions for travel and entertainment industries.
Operating in 10 countries and 50+ U.S. cities, we serve over 20 million guests annually. Headquartered in Orlando, with offices in San Francisco, Boston, Chicago, New York, London, Dublin, and Ontario, Canada, we’re redefining how people explore the world—by water, by land, and experience.
What you'll do
- The Client Success Manager will own the entire implementation lifecycle for enterprise clients, managing projects from contract handoff through configuration, training, launch, and transition to long-term support. This role involves acting as the primary delivery owner to ensure projects launch on time, within scope, and deliver a best-in-class customer experience.
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